Solved Ring Group

[thames1]

I have a client with an 8 concurrent call license. He has 15 extensions and he wants 11 of them to ring when a call comes in. When the call isn't answered it should go to voice mail. Unfortunately it doesn't go to voice mail when it isn't answered. When I reduce the number of extensions in the ring group to 8 then the call will go to voice mail.

Is this issue related to the number of concurrent calls (licensing) or a bug in the software? It's not a show stopper but it's inconvenient for the client.

Any thoughts?

 

[leejor]

My understanding is that the number of devices ringing (ring group) is not dependent on the licence limit. That said, it sounds as if there may be some (unintentional) interaction. What does the 3CX Activity Log look like for a call the does not go off to voicemail? Compare to a log of a call the does.

Have you tried removing different extensions from the ring group (and perhaps adding others). There may be one or two extensions (options), that when added, that are causing the issue. The log may show that.

 

[YiannisH_3CX]

Hello @thames1

When a call arrives in ring group it does not matter how many agents are getting polled as it still counts as 1 concurrent call.
As @leejor mentioned your issue might be related to an agent of the ring group. Check the extensions and look for agents that have enabled the "Ring my mobile simultaneously" option for example. That could cause the call to be terminated by the carrier of the mobile number before the ring group reaches the timeout.
When the call does not go to voicemail where does it go?

 

[thames1]

Thanks for the replies. I deleted the Ring Group and recreated it. This resolved the issue.

 

[YiannisH_3CX]

Glad to see that issue has been resolved and thank you for updating the thread with your solution